New-market disruption

Product is at the beginning technologically inferi [ ... ]

Low-end disruption

Products exceed customer use. Result: product, whi [ ... ]

Disruptive innovation

Helps create a new market and value network, and e [ ... ]

Closed Loop Process

Identify (collecting customer data), differentiati [ ... ]

Presumes behavior logic

(De: Prosumers verhaltens logik) - customers are p [ ... ]

Operational synthesis

(De: operative synthese): test whether customer ex [ ... ]

Measuring

(De: Messung): Quintessential from customer view

Screenplay customer experience

(De: Drehbuch kundenerlebnis): with herringbone di [ ... ]

Strategic Synthes

(De: strategische synthes): whether clients keyval [ ... ]

Clients keyvalues

(De: kunden leitwerte) - experience systematically [ ... ]

Experience history

(De: Erlebnisgeschichte): what should customer tel [ ... ]

Brand equity

(De: Markenwert): brand identity, brand promise, b [ ... ]

Target group & processes

(De: Zielgruppe & prozesse): main target group [ ... ]

Risk-benefit

(De: RisikoNutzen): should we, we want, are we rea [ ... ]

Full impact customer experience

(De: Wirkungsvollen kundenerlbnis) - Risk-benefit  [ ... ]

Predictive expectations

(De: prädiktive erwartungen: requirements will b [ ... ]

Normative expectations

(De: normative Erwartungen): how something should  [ ... ]

Net Promoter Score (NPS)

Promoters (extremely satisfied customers) Passive  [ ... ]

Service Profit Chain

Internal service quality, employee satisfaction, e [ ... ]

4Cs

Content, context, connect , continue

Core value-based management tasks

(De: Kernaufgaben wertmanagement) - Customer acqui [ ... ]

Status quo

40-60% of unprofitable customers, 20-30% Break-eve [ ... ]

Aggressive marketing (acquisition)

(De: Offensives Marketing (Akquisition)): Reputati [ ... ]

Defensive Marketing (bond)

(De: Defensives Marketing (Bindung)): Service / qu [ ... ]

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